--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Better together solution: Legal Investigations and HR Service Delivery Employee Relations # Better together solution: Legal Investigations and HR Service Delivery Employee Relations {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Better Together Solution: Legal Investigations and HR Service Delivery Employee Relations The integration of Legal Investigations and HR Service Delivery Employee Relations allows employees to submit complaints through the Employee Center portal seamlessly. This solution facilitates effective handling and resolution of complaints by enabling collaboration between Legal and HR departments during the investigation process. Show full answer Show less ## Key Features * **Omnichannel Complaint Submission:** Employees can report complaints via the Employee Center portal and the Anonymous Report Center (ARC). * **Single Triaging Queue:** All complaints are managed through a unified triaging queue via Universal Request. * **Interdepartmental Data Transfer:** Basic case details can be transferred between Legal Investigations and HR Service Delivery for efficient resolution. ## Integration Setup To effectively set up the integration, the following configurations are necessary: * Establish Legal Investigations within HR Service Delivery Employee Relations. * Configure Universal Request for legal services. * Implement data mapping to ensure accurate transfer of HR and legal information. Activate the **HRERDepartmentTransferPostProcessor** script to facilitate data copying from Legal to HR. For customizations, the relevant scripts should be edited to manage deep copying of data. ## Workflow for Handling Complaints When employees submit a complaint through the universal request, a routing agent triages these requests and creates tickets for the respective departments. If a complaint is initiated, an ethics legal matter is generated to manage the resolution. As tickets are transferred between departments, key details are copied to ensure a smooth transition and continuity. HR agents can also transfer cases back to Legal, creating a responsive and efficient process for addressing employee concerns. Employees can submit complaints through the Employee Center portal without worrying about who should investigate the complaint. During the triaging or investigation process, fulfillers working on these issues can transfer them back and forth between the Legal and HR departments as necessary for resolution. ## Key features {#lsd-investigations-hr-emp-relations__section_r5v_1rn_cvb} Using Legal Investigations and HR Service Delivery Employee Relations with Universal Request together for the following key features: * Omnichannel modes for submitting complaints via Employee Center portal, and Anonymous Report Center (ARC) portal. * Single triaging queue for all complaints through Universal Request. * Interdepartmental transfer of basic case details between Legal Service Delivery Legal Investigations and HR Service Delivery Employee Relations. {#lsd-investigations-hr-emp-relations__ul_j44_brn_cvb} ## Setting up Legal Investigations and HR Service Delivery Employee Relations to work together {#lsd-investigations-hr-emp-relations__section_ug2_lsn_cvb} Complete the following configurations to integrate Legal Investigations with HR Service Delivery Employee Relations. * [Set up Legal Investigations with HR Service Delivery Employee Relations](https://servicenow-prod.fluidtopics.net/H6SLu4QoqLNP2doaskSh_A "Set up Legal Investigations with HR Service Delivery Employee Relations to enable complaint requests to be transferred between Legal and HR departments.") * [Configure Universal Request for legal services](https://servicenow-prod.fluidtopics.net/3jto9r0clQ2ncMhvxyP~7Q "Review the base system configurations for integration of legal requests with universal requests and configure as per your business needs.") {#lsd-investigations-hr-emp-relations__ul_tcr_ypt_fvb} ## Data mapping {#lsd-investigations-hr-emp-relations__section_tcx_g4d_bwb} When information related to HR [Employee Relations](https://servicenow-prod.fluidtopics.net/Wpwkvv2H5MUAQqJt284EbQ "With Employee Relations (ER), handle a sensitive complaint with tighter security. Maintain complete confidentiality and protect the privacy of the user who has raised the complaint.") and related legal ethics matters is transferred between HR and the Legal departments, a complete data copy with appropriate data mapping is performed. For the Legal to HR transfer, activate the `HRERDepartmentTransferPostProcessor` script to enable copying. For more information, see [Data mapping fields](https://servicenow-prod.fluidtopics.net/TvVFvpKoZeF2LZ5Cm9KjHg "Data mapping of tables is necessary when ethics matter is transferred by the legal fulfiller to HR and an HR Employee Relations case is transferred to the Legal department."). To perform additional customizations for deep copying, edit the following scripts: * Legal to HR: `HRERDepartmentTransferPostProcessor` (Employee Relations scope) * HR to Legal: `LegalDepartmentTransferPostProcessor` (Legal Investigations scope) {#lsd-investigations-hr-emp-relations__ul_uvh_zvg_qwb} In the Evidence of type link table, for a Legal to HR transfer, if external storage is enabled for the legal matter, the artifacts are copied into evidences with the URL field containing the document URL. If external storage is turned off, the matter artifact is copied as an evidence with all the attachments. If external storage is enabled for the legal matter, all the attachments or documents are copied as evidences with an external documents link. For a Legal to HR transfer, no association exists between the interviews and evidences. In the Corrective/Recommended Actions table, for a Legal to HR transfer, attachments in matter and artifacts linked to the Recommended action task are copied as attachments to the HR Corrective Action. If external storage is enabled for the legal matter, all the attachments or documents are copied as evidences with an external documents link. ## Workflow for handling complaints {#lsd-investigations-hr-emp-relations__section_xy3_nqt_fvb} The following workflow example explains how routing agents, legal fulfillers, and HR agents can use the applications together to resolve complaint requests submitted by employees. 1. Employees who observe an ethical violation or similar incident report it by submitting a universal request. See [Submit a complaint through the Quick Link in Employee Center](https://servicenow-prod.fluidtopics.net/gcWIOqFc5jmDj_1ij7KIwQ#submit-complaint-ec-quicklink "Submit a complaint through the Quick Link in the Employee Center portal."). 2. A universal request routing agent can triage these complaint requests and create tickets for the appropriate department to work on. See [Triaging universal requests for legal investigation complaints](https://servicenow-prod.fluidtopics.net/PTp9ZzLv8WM9VtX7M7OXQg "When employees observe and report an ethics violation or similar incident, the resulting universal requests are triaged for prioritization and resolution."). Note: When the routing agent creates a legal ticket for complaints from the universal request, an ethics legal matter is created directly to handle and resolve the complaint. 3. The fulfiller from the respective department who is assigned the ticket can work on it and close it, transfer it to another department, or transfer to the universal request. See [Work on a legal matter for a complaint](https://servicenow-prod.fluidtopics.net/daTQdV7Y39M0D1rXp3DtCw "Work on a legal matter assigned to you to conduct legal investigations and resolve an internal complaint."). 4. When a ticket is transferred from the Legal department to the HR department, the details in the legal ticket, such as the description, short description, and comments, are copied to the HR Case. The legal ticket is closed, and an HR case is created, which is then handled by an HR agent. See [Transfer a legal ticket to another department](https://servicenow-prod.fluidtopics.net/UUVlLuKIk620r__0A6brQQ "Transfer a legal ticket (legal request or legal matter) associated with a universal request to another department or back to the universal request for processing and resolution."). Similarly, an HR agent working on an HR case can transfer it to the Legal department, which creates an ethics legal matter. {#lsd-investigations-hr-emp-relations__ol_c1s_frt_fvb}